Terms of Sale Warranty & Exchanges
TERMS OF SALE
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We offer a 100-night risk-free sleep trial. Sleep on your mattress for no less than 30 days to allow your body time to adjust to the new bed. During the remaining 70 nights, if you are unsatisfied at any point, contact us. We will give you a call to gather some feedback and give us a chance to make it right! We have a team of dedicated specialists and many options available to us to address your comfort desires and make sure you are fully satisfied with your new sleep system. In the unlikely event we don’t get it right on the first try, please give us a chance to make it right!
It takes time to adjust to any new mattress. Although we do not put requirements on how long you must sleep on your new mattress before requesting a Sleep Trial Return, we do respectfully ask that you give it a fair and honest trial to see if you sleep more deeply, breathe more easily and wake more refreshed and energized as you adjust to your new mattress. Should you wish to proceed with a return, then we will send someone to pick it up and give you a 100% full refund.
*Only applies to items purchased directly from Chiromatic or from a qualified reseller of Chiromatic with a limit of 2 items per year per household (1 year from order date).
Contact us by calling 844-737-8999 (844-REST ZZZ) to speak with a representative, or by sending an email to [email protected], or by live chatting with us at chiromatic.com.
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While we do not accept returns on our adjustable bases, furniture, foundations, or bed frames, we’ll always stand by our comprehensive warranties. For items resold by Chiromatic from other brands or parties, the warranty from those brands will apply. When available, warranty information for those products will be supplied.
Have questions or issues with your adjustable base, foundation, or bed frame? Our customer service team is here to help. Contact us by calling 844-737-8999 (844-rest-ZZZ) to speak with a representative, by sending an email to [email protected], or by live-chatting with us at www.chiromatic.com.
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If you decide they’re not right for you, then you may return your pillows, mattress protectors, linens, and other products within 30 days of placing your order. To setup your return please contact us by calling 844-737-8999 (844-REST ZZZ) to speak with a representative, or by sending an email to [email protected], or by live chatting with us at chiromatic.com.
WARRANTY
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Chiromatic warrants that it will, at Chiromatic’s option, repair or replace purchaser’s Chiromatic mattress sold in the Unites States if it is defective due to faulty workmanship or material defect, subject to the limitations in this Limited Warranty. Chiromatic takes no responsibility for the quality of the goods except as otherwise provided in this Limited Warranty. There are no other Limited Warranties beyond this Chiromatic Limited Warranty described herein.
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To the maximum extent permitted by applicable law, Chiromatic and its authorized resellers, distributors, and/or suppliers make no representations, warranties or conditions, express or implied, beyond those set forth in this warranty and non-puffery claims in Chiromatic marketing materials. Each of those parties disclaims any and all warranties or conditions, express, statutory and implied. Some jurisdictions do not allow the limitation or exclusion of certain warranties or conditions, so some of the above exclusions may not apply to you. There are no warranties that extend beyond the face of this document.
In no event will Chiromatic or its resellers, distributors, and/or suppliers be liable for any damages, including without limitation any indirect, consequential, special, incidental, or punitive damages arising out of, based on, or resulting from your or any third party’s purchase and/or use of the product, even if Chiromatic or such other party has been advised of the possibility of such damages. These limitations and exclusions apply without regard to whether the damages arise from (1) breach of contract, (2) breach of warranty, (3) negligence, or (4) any other cause of action, to the extent such exclusion and limitations are not prohibited by applicable law. Some jurisdictions do not allow the limitation or exclusion of certain damages, warranties or conditions, so some of the above limitations may not apply to you. In no case shall Chiromatic’s liability exceed the purchase price paid for the mattress giving rise to any such liability.
Chiromatic makes no medical or health claims regarding its Mattresses. Allergies, discomfort, or other conditions, are not covered under this Limited Warranty. Any questions or concerns regarding medical or health conditions should be addressed by a licensed medical provider.
This Limited Warranty is valid only in relation to the original purchase of a new Chiromatic mattress and extends from the original purchase date provided on the original proof of purchase receipt of the original and new product purchased directly from Chiromatic or from a qualified reseller of Chiromatic. The customer must contact us by calling 844-737-8999 (844-restzzz) to speak with a representative, or by sending an email to [email protected], or by live chatting with us at chiromatic.com. To file a claim under our Limited Warranty. An “original purchaser”, is defined for the purpose of this Limited Warranty, as an individual or entity that purchases the product directly from Chiromatic or a qualified reseller of Chiromatic with the intent to use the mattress for personal use and with no intent to resell the product.
The Limited Warranty is valid only if the law tag is attached to the product, and the law tag has not been altered or tampered with. An attached, unaltered law tag is required to identify the mattress. The Limited Warranty is void if the mattress cannot be properly identified.
A mattress that is packaged in a compressed and rolled manner, also referred to as a “bed-in-a-box” product, must be opened within two (2) weeks of receiving the mattress to prevent compression for an extended period of time. A mattress that is compressed for a prolonged period will have structural damage and/or condensation from being packaged for an extended period of time causing defects and health hazards, including but not limited to mold, odors, and/or discoloration that are not covered under the Limited Warranty.
This Limited Warranty does not apply to sample or floor models, custom made mattresses or mattresses purchased from unauthorized resellers of Chiromatic. If owner is not the original purchaser of the mattress, the mattress is purchased “as is” with “all faults” and any Chiromatic Warranty is void. All purchases must be validated with original proof of purchase demonstrating the date of original purchase and that the purchaser is the original purchaser.
Chiromatic mattresses are designed to work on a firm surface that is structurally capable of supporting the weight of the purchaser’s Chiromatic mattress and user(s). This Limited warranty is based on tests conducted on Chiromatic mattresses and approved foundations, box springs or bases. If the purchaser uses an inappropriate foundation, box spring or base, as determined by Chiromatic, the Limited Warranty, without exceptions, will be void. Chiromatic will require the purchaser to provide proof of the quality of the foundation, box spring or base used in conjunction with the mattress if purchaser makes a claim under this Limited Warranty. Any stains, abnormal abuse or potentially unsanitary mattress, as determined by Chiromatic will void any Chiromatic Warranty.
Chiromatic highly recommends using a Chiromatic approved foundation, box spring or base along with a structurally supportive bed frame.
A proper bed frame must provide substantial support for both the mattress, foundation and user(s). A proper bed frame is defined, for the purpose of this Limited Warranty as having a least five to six (5-6) leg support for a Queen, Eastern King, and California King mattress, four (4) leg support for Twin and Full mattresses.
For Queen, Eastern King, and California King slatted style bed frames, there cannot be greater than five (5) inches between each slat in order to provide ample structural support for the foundation and user(s)
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Any VISIBLE indentation equal or greater than one (2) inches that is NOT associated with or resulting from a faulty, improper or unsupportive foundation, box spring or platform that is not designed or constructed so that it is capable of handling the combined weight of the foundation and its intended users. The indentation must be visible to the naked eye when no weight is applied to the top of the Mattress. If the purchaser uses an inappropriate foundation, box spring or base as determined by Chiromatic, the Limited Warranty, without limitation, will be void. Chiromatic may require the purchaser to provide proof of the quality of the foundation, box spring or base used.
Any physical flaw in the foam that causes it to split or crack under conditions of normal use and proper handling.
Any manufacturing defect in the Mattress cover such as the fabric tearing or stitching unraveling. Any cosmetic damages to the Mattress, NOT caused by normal wear and tear that affect the performance of the Mattress.
Imperfections that do not prevent ordinary use and enjoyment of the Mattress by a reasonable person are not considered to be defects. For example, surfaces may not be perfectly even, and corners may not be perfectly shaped or symmetrical. These are not defects for which you can seek a remedy under this Limited Warranty. More specifically, this Limited Warranty excludes: (a) minor imperfections and slight cosmetic flaws; (b) normal wear and tear; (c) tears, stains, soiling, burns, and discoloration that occur over time; (d) dampness or mold; (e) individual or personalized preferences relating to firmness, texture, comfort, etc.; (f) normal body impressions not greater than two (2) inches in the Mattress as measured below the quilt level — in other words, some settling of the fiber in the quilt should be expected and is not considered a defect); (g) individual or personalized allergies and sensitivities; and (h) naturally occurring cotton, wool, or latex foam aromas.
In addition, this Limited Warranty does not cover conditions resulting from abusive handling, misuse, or neglect. Accordingly, the following circumstances, if discovered upon inspection, will void your Warranty: (a) any unsanitary condition; (b) burns; (c) use of the Product on an improper bed frame; (d) physically abusing the Mattress; (e) attempting to clean the Mattress in an inappropriate manner; and (f) improper storage of the Mattress (including storage in damp locations, areas infested with insects or rodents, or any other unprotected storage areas); and (g) purchase from resellers who are not authorized retailers.
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- A normal increase in softness due to normal usage
- Comfort preference. Chiromatic does not make any guarantees on the feel preference of any mattress. Any comfort level description of any mattress is solely provided as a guideline and Chiromatic does not guarantee the firmness or softness quality of any mattress.
- Physical abuse or damage to the structure and/or materials, including, but not limited to burns, cuts, tears, and/or liquid damage.
- Mold, odors, and/or discoloration caused by abnormal care including, but not limited to liquid spills, improper ventilation, including, but not limited to humid climates and/or areas where the mattress is exposed to excessive water or humidity.
- Damage associated with an improper bed frame, foundation, box spring or base as determined by Chiromatic.
- Any sample or floor models, custom made mattresses or mattresses purchased from unauthorized resellers of Chiromatic.
- Mattresses sold by unauthorized resellers or retailers.
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Warranty coverage is dependent on the model of the Chiromatic mattress and is subject to change. Contact a Chiromatic representative for Warranty coverage for each Chiromatic mattress. Any approved warranty claims will result in either a repair of the defective condition, or the issuance of a replacement mattress, at Chiromatic’s discretion. In the event we choose to replace the mattress without picking it up, Chiromatic must receive proof of disposal or donation of the original, defective mattress to an approved organization before any replacement mattress will be issued as outlined below.
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Beginning on the date of purchase, your new Chiromatic Mattress, is covered by a 25-year Limited Warranty (the “Limited Warranty”). This Limited Warranty extends to the original purchaser of the Mattress and extends to all mattresses purchased directly from Chiromatic or an authorized reseller of Chiromatic. The “original purchaser” for the purposes of this Limited Warranty is the first purchaser of the Mattress from Chiromatic. This Limited Warranty is not transferable and applies only to a mattress purchased from Chiromatic by the original purchaser.
Year 1-10 – Full Coverage
During the first ten (10) years of the Limited Warranty, Chiromatic will not charge purchaser to repair or replace purchaser’s mattress if it qualifies under the Limited Warranty. Any and all transportation and/or shipping costs associated with replacements are solely the purchaser’s responsibility. Chiromatic does not coordinate or arrange any transportation and/or shipping costs associated with replacements. No new Limited Warranty will be issued for replacement mattresses. The Warranty for the replacement mattress runs from the date of original purchase of the replaced mattress.
Year 11-25 – Prorated Coverage
During years 11-25 of this 25-Year Limited Warranty Chiromatic will, at its option, replace the mattress at a prorated charge to the purchaser plus transportation and/or shipping charges. The prorated replacement charged will be dependent on the year that the mattress is replaced.
If the mattress is replaced during the eleventh (11th) year, the prorated replacement charge the purchaser pays will be fifty (50) percent of the original purchase price.
If the mattress is replaced after the eleventh (11th) year, but before the twenty-first (21st) year, the prorated replacement charge the purchaser pays will increase by five (5) percent for each subsequent year of the prorated period (i.e. 55% of the original purchase price if replaced during year twelve (12); 60% of the original purchase price if replaced during year thirteen (13), etc.)
If the mattress is replaced in year twenty-one (21) or any point thereafter prior to expiration of the Limited Warranty the prorated replacement charge will be 95% of the original purchase price. The existing Limited Warranty will continue to cover the replacement mattress for the remaining of the 25 Year Limited Warranty period and no further prorated costs for any additional approved Warranty Claims made against the replacement mattress will be required. Purchasers are responsible for any additional transportation and/or shipping charges related to any additional subsequent approved claims made on the replacement mattress.
The replacement will be of the same model and size as the original mattress purchased. In no event will a substitution model be used as a replacement except in the case of a discontinued mattress, in this event a mattress of like build and design, at Chiromatic’s discretion will be used as a replacement for the defective mattress.
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During the first five (5) years of the 10-Year Limited Warranty, Chiromatic will not charge purchaser to repair or replace purchaser’s mattress if it qualifies under the Limited Warranty. Any and all transportation and/or shipping costs associated with replacements are solely the purchaser’s responsibility. Chiromatic does not coordinate or arrange any transportation and/or shipping costs associated with replacements. No new Limited Warranty will be issued for replacement mattresses. The Warranty for the replacement mattress runs from the date of original purchase of the replaced mattress.
During years (6-10) of this Limited Warranty Chiromatic will, at its option, replace the mattress at a prorated charge to the purchaser plus transportation and/or shipping charges. The prorated replacement charge will be dependent on the year that the mattress is replaced.
If the mattress is replaced during the sixth (6th) year, the prorated replacement charge the purchaser pays will be fifty (50) percent of the original purchase price.
If the mattress is replaced after the sixth (6th) year, but before the ninth (9th) year, the prorated replacement charge the purchaser pays will increase by ten (10) percent for each subsequent year of the prorated period (i.e. 60% of the original purchase price if replaced during year six (6); 70% of the original purchase price if replaced during year seven (7), etc.)
If the mattress is replaced in year nine (9) or any point thereafter prior to expiration of the Limited Warranty the prorated replacement charge will be 90% of the original purchase price. The existing Limited Warranty will continue to cover the replacement mattress for the remaining of the 10 Year Limited Warranty period and no further prorated costs for any additional approved Warranty Claims made against the replacement mattress will be required. Purchasers are responsible for any additional transportation and/or shipping charges related to any additional subsequent approved claims made on the replacement mattress. The replacement will be of the same model and size as the original mattress purchased. In no event will a substitution model be used as a replacement except in the case of a discontinued mattress, in this event a mattress of like build and design, at Chiromatic’s discretion, will be used as a replacement for the defective mattress.
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During the first year (1) of the 1-Year Full Warranty, Chiromatic will not charge purchaser to repair or replace purchaser’s mattress if it qualifies under the 1-Year Full Warranty. Any and all transportation and/or shipping costs associated with replacements are solely the purchaser’s responsibility. Chiromatic does not coordinate or arrange any transportation and/or shipping costs associated with replacements. No new 1-Year Full Warranty will be issued for replacement mattresses. The Warranty for the replacement mattress runs from the date of original purchase of the replaced mattress.
The replacement will be of the same model and size as the original mattress purchased. In no event will a substitution model be used as a replacement except in the case of a discontinued mattress, in this event a mattress of like build and design, at Chiromatic’s discretion, will be used as a replacement for the defective mattress.
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To make a valid claim under this Limited Warranty, you must: Fill out a warranty ticket supplied when you contact [email protected]. This should include a brief narrative describing the defect and how it is affecting the performance of the Mattress.
You must also provide:
Valid original proof of purchase demonstrating date of purchase and that the claimant is the original purchaser and still has the bed.
Photographic evidence of the law tag evidencing that the law tag remains on the bed and has not been altered.
Photos of the defect if you believe it would help Chiromatic understand the nature of the defect, or if Chiromatic requests them.
Please send all requested documentation to [email protected]. You are responsible for submitting your claim with sufficient supporting documentation for Chiromatic to provide a remedy if necessary. Chiromatic reserves the right, in Chiromatic’s sole discretion, to require photographs, further information or descriptions, or to send a representative or independent Mattress inspector to physically inspect the Mattress prior to accepting your claim under this Limited Warranty. Your Limited Warranty may be voided if you refuse to cooperate with an investigation, provide adequate responses to requests, or comply with any provision of this Limited Warranty.
RETURNS & EXCHANGES
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Sleep on your new Chiromatic mattress for at least 30 days.
Your 100-night trial period starts upon receipt of your mattress.
Not Satisfied? Contact us. We will give you a call to gather some feedback and give us a chance to make it right! We have a team of dedicated specialists and many options available to us to address your comfort desires and make sure you are fully satisfied with your new sleep system. In the unlikely event we don’t get it right on the first try, please give us a chance to make it right!
It takes time to adjust to any new mattress. Although we do not put requirements on how long you must sleep on your new mattress before requesting a Sleep Trial Return, we do respectfully ask that you give it a fair and honest trial to see if you sleep more deeply, breathe more easily and wake more refreshed and energized as you adjust to your new mattress. Should you wish to proceed with a return, we will work with you to arrange everything. There are no charges for restocking or return pickups.
If you still want to proceed with a return at any point within the first year, we’ll start the return process. duplicative
We will request photo(s) to confirm that your mattress is in appropriate condition to be donated and eligible for a return (products must be free of rips, tears, stains, odors, etc).
Once photos have been received, our support team will transfer you to our sustainability team who will be in touch within 48 business hours for the donation process.
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In the event of the issuance of a replacement Mattress, Chiromatic may ask you to donate the used Mattress to charity to help repurpose the Mattress for someone in need. In that case, you will be required to provide a written receipt or proof of return, disposal or donation of the original, defective Mattress, from a legitimate organization, before any replacement mattress or refunds will be issued.
Because our mattresses come compressed in a box, you do not have to ship the mattress back to us or try to get it back in the original box. Instead, our large and experienced customer service team will work with you to coordinate the return, and will arrange pickup for you. There are no return shipping or restocking fees.
Although we can have the returned mattress picked up right away by a partner service, our priority is to have the mattress donated to a worthy local nonprofit or responsibly recycled. Yes, this takes a bit more coordination and effort, but we firmly believe it is the most responsible and sustainable choice.
We will work with you to locate a donation center and organize a transfer. Organizing a donation and transfer can take up to 10 business days. We welcome leads that you might have for donation in your area (local charities/non-profits) and drop-offs! If we cannot secure a place for donation, we will make every effort to recycle the mattress (in rare cases recycling facilities are not available). You do not have to box or ship the mattress back to us.
We have an extremely low rate of returns during the 1-year free mattress trial period, but, yes, it does happen. When it does, we arrange to have the mattress picked up — you do not have to package it or ship it back. We do our best to coordinate everything for you. (We have an awesome support team.)
We cannot and do not resell used mattresses.
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Because we care about the environment, we do our absolute best to ensure that returned mattresses are donated to a local charity (subject to verification). We do not want a returned mattress to be recycled or, in a worst-case scenario, end up in a landfill. This is important to us. Donating mattresses is done in the spirit of our broader giving initiatives.
How can you help? Ensure that your mattress is able to be donated. Products must be in a condition suitable for donation (i.e., no stains, tears, excessive odors or soiling). Protect your mattress and topper with our Organic Mattress Pad Protector. If you are returning your mattress, it is a team effort to find a place for donation. You can contact potential local organizations, help with transport and/or be flexible in terms of pick-up times. Donating a returned mattress is a logistical and time-intensive challenge for us to help coordinate, but one that we’re happy to undertake. If the program is done right, the impact can be significant, turning an unfortunate situation (a returned mattress) into a positive one! Rest assured, we do not resell previously used mattresses, and we only use all new materials in every mattress (which is confirmed on your mattress’ legal label).
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- The mattress must be purchased directly from Chiromatic.
- You must be the original purchaser. The 100 day sleep trial is non-transferable.
- If you finance your mattress via our approved financing partners, you’ll receive a full refund for the mattress and shipping from us, but we can not refund financing fees paid-to-date directly to the financing company.
- The 100 day Risk-Free Sleep Trial is limited to two mattresses per household.
- Physical abuse or damage to the structure and/or materials, including, but not limited to burns, cuts, tears, and/or liquid damage are not accepted.
- Mold, odors, and/or discoloration caused by abnormal and inappropriate care, including, but not limited to liquid spills, improper ventilation and humid climates and/or areas where the mattress is exposed to excessive water or humidity.
- Mattresses used directly on the floor are excluded, as the combination of body heat, restricted airflow, humidity and the proximity to existing bacteria on a floor may cause molds to form.